Avaya's India center is one out of three global delivery centers which have been earmarked to provide strategic support to both customers and other centers of the company.

A famous CEO dictum: "Unless we're in touch with our customers, our model of the world can diverge from reality. There's no substitute for innovation, of course, but innovation is no substitute for being in touch, either." With Avaya IP telephony products deployed in communication networks of over one million businesses worldwide and servicing over 90 percent Fortune 500 companies it is crucial for Avaya to focus on 'customer satisfaction'.

Though Avaya is blazing the IP trail, it knows that given the sensitive and complex nature of IP networks, it needs concerted effort in customer support to stay ahead of the competition. With 37 Service Delivery Centers across the world, including India, Avaya intends to service its customers with the most consistent and effective delivery model, with the most talented and educated employees, and the most advanced technologies and processes that will lead the way to improving customer satisfaction levels.

What's unique about Avaya's India Global Service Delivery (GSD) Centers is that it is one out of the three—the other two being in North America and Europe—which have been earmarked to provide strategic support to both customers and centers of Avaya. While the service delivery professionals at the India GSD focus on rapid resolution of problems, they also play a critical role in solving complex problems across the company's product footprint.

Engineers here have the ability to differentiate and understand the customer environment and configuration. In order to resolve complex or critical service outages, the team can quickly assemble the necessary resources and skill sets to address those situations that resist resolution through standard procedures. Once the issue is resolved, a follow-up review is completed to determine if systemic changes are warranted to avoid a recurrence.

Says Rajeev Shroff, Area Services, Vice President, GSD, "GSD has implemented several global best practices within the area of the Service Desk where Case Management is provided for streamlined and clear customer communications. In addition, it also provides a single Point of Contact option to assist with correctly capturing customer environments and data integrity."

"Achievements of this center are many. It is a constant endeavor to quickly address the customer queries and the focus is on solving customer problems in the shortest possible time with maximum efficiency. The response and restoration time has improved by 50 percent in the last year," says Tridib Bhattacharjee, Director of Converged Services, Global Services Delivery, Avaya India. Strategic training to the personnel has brought about a healthy turn of events.

Service here is focused towards customer satisfaction. The India Delivery Center has ramped up significantly in the last three years catering to an umbrella of services. In order to ensure work-life balance the company has implemented the 'follow-the-sun' model across its three delivery centers. These initiatives have ensured higher productivity of the company's GSD centers

Avaya's vision of intelligent converged communication is fueled by the technology work of its R&D organization which is also based in Pune and is engaged in building its products and technologies of the future like Session Initiation Protocol, and Service Oriented Architecture, VOIP & Fixed Mobile Convergence.

With a commitment to R&D excellence, a drive to innovate, and a dedication to meeting the needs of customers worldwide, this facility is well-equipped with technologically advanced communications solutions allowing for seamless work environments, and 24X7 operations in conjunction with its facilities spread across the globe.